Key Performance Indicators
This chapter outlines key considerations in defining key performance indicators (KPIs) that will be meaningful when rolled out in scorecards across the organization. This is not intended to be a comprehensive presentation on KPIs (a topic that could itself span the length of an entire book), but it will outline core principles that we have seen leveraged by organizations as they have set up their first few versions of dashboards and scorecards. In addition, we will attempt to provide a practical example of how a company might apply these principles to develop a list of meaningful KPIs.
KeywordsBusiness Process Performance Indicator Customer Satisfaction Balance Scorecard Sales Representative
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